Consumer Engagement Center Lead
Background & Purpose of the Job
The North America Consumer Engagement Centre (CEC) is an integral pillar in the People Data Center. The primary objective of the CEC is to deliver relationship-building consumer service while capturing insights about people. This role supports the People Data Center’s vision to listen to our consumers more intently to enable more authentic and relevant.
This role is responsible for acting as a key business partner to the Quality and Legal teams at Unilever. The Quality Lead will oversee all escalated consumer issues in North America, while minimizing reputational risks to our company.
Who You Are & What You’ll Do
Work closely with our Legal team, to ensure all consumer concerns are properly managed, with minimal risk to Unilever
Work closely with our Quality and R&D teams, to provide frequent reporting on consumer feedback
Lead Immersion Sessions with brand teams to share consumer insights on products and brands
Oversee the relationship between Unilever and our Claims team at our vendor partner, ensuring all SOPs are met both in consumer service and required regulatory compliance
Liaise directly with Unilever consumers with high-level concerns, in writing or conversation, supporting them while following all Unilever policies and procedures for handling claims. This includes negotiating claim settlements
Drive process improvements to improve the consumer experience
Ad-hoc reporting as needed to share CEC product updates
Support CEC Manger with any high-volume events
What You’ll Need To Succeed
4+ years of relevant experience with proven ability to build sustainable relationships
Expert in MS Office tools especially Powerpoint.
Experience in presenting information and leading meetings.
Demonstratable history of liaising between different functional silos.
Possesses knowledge on using Salesforce.
Comfortable creating and delivering presentations, strong storytelling skills
Analytical, you enjoy building reports and sharing insights
Consumer first mindset, empathy
Ability to negotiate and influence
Pay: The pay range for this position is $83,200 to $124,700. Unilever takes into consideration a wide range of factors that are utilized in making compensation decisions including, but not limited to, skill sets, experience and training, licensure and certifications, qualifications and education, and other business and organizational needs.
Bonus: This position is bonus eligible.
Long-Term Incentive (LTI): This position is LTI eligible.
Benefits: Unilever employees are eligible to participate in our benefits plan. Should the employee choose to participate, they can choose from a range of benefits to include, but is not limited to, health insurance (including prescription drug, dental, and vision coverage), retirement savings benefits, life insurance and disability benefits, parental leave, sick leave, paid vacation and holidays, as well as access to numerous voluntary benefits. Any coverages for health insurance and retirement benefits will be in accordance with the terms and conditions of the applicable plans and associated governing plan documents.
Unilever is an organization committed to diversity and inclusion to drive our business results and create a better future every day for our diverse employees, global consumers, partners, and communities. We believe a diverse workforce allows us to match our growth ambitions and drive inclusion across the business. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
Employment is subject to verification of pre-screening tests, which may include drug screening, background check, credit check and DMV check.